Item: Talkdesk
Rating: 8
Author: Bernardo Reina

Use Cases and Deployment Scope

We use talkdesk not only for calls but also the chat app so that we can have all contact of each customer under the same system. That heps a lot to our contact center to recap information and training. Also we can monitorize and make statistics of inbound/outbound calls, chats, etc

Pros and Cons

voice quality
ease of use

flow

Return on Investment

more sales in our contact center
better customer service

Usability

the tool is very easy and interactive to use, even with no previous experience in any voice call or chat app software, using talkdesk from the first time is easy and works very well. Managing the flow, agents, numbers and functionalities is also very intuitive so that no previous learning is needed

AI Impact

Talkdesk Agent Assist

Key Insights

Do you think Talkdesk delivers good value for the price?

Yes

Are you happy with Talkdesk's feature set?

Yes

Did Talkdesk live up to sales and marketing promises?

Yes

Did implementation of Talkdesk go as expected?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

Other Software Used

Microsoft Office 2016 (discontinued), Salesforce CMS

Likelihood to Recommend

I think it is good suited in all specs of voice calls, however for chats and emails management it could be improve much more. Using the mail app it is not so practical when you are used to work with microsoft outlook, so making it similar would be great! c

Awesome product! easy and powerful

Overall Satisfaction with Talkdesk